Back in December of last year, I had a faulty Kinect sensor. So I went through the Advanced Exchange and accidentally ordered the Console, not the Kinect. So I tried cancelling it within a few minutes of ordering it via chat with tech support, but the guy said it couldn't be cancelled. I was not happy because I didn't want to be liable for the Console, especially during the holidays and associated shipping issues. So I finally get the console and mail it back with the pre-paid shipping label. I dropped it off at a FedEx/Kinkos on January 3rd right as the driver was leaving. I gave him the package and he scanned it in, but I forgot to get the tracking number and he didn't give me a receipt. Fast forward a couple of weeks, and I get an email from MS saying they are going to charge my credit card for not receiving the Console. I open up another Support case with MS explaining that I already sent back the Console. I was reassured multiple times that it was probably just delayed due to bad weather. So they assign the case to "Tier III" or Advocacy Team something.
I waited a few days and didn't hear back. So I called in and spoke with someone who said they would escalate again and try to locate it at their warehouse. Again I was reassured that I wouldn't be charged. All the while I was asking why they can't look up the tracking number associated to the pre-paid label they sent me - but apparently this simple cross reference check is something the lower level tech support teams don't have - which baffles me. What if the customer looses the tracking number or forgot to write it down? I'm usually pretty good about keeping track of that kind of stuff, but of course Murphy's law, I didn't write it down when I shipped it out. So that's it? They don't have any other way to look it up? I was told again not to worry and that they would work with FedEx - well I never heard back from anyone (BTW - I never did hear back from anyone at all through this - it was always me initiating contact). So my case was closed and I assumed things were resolved.
Now today I see a charge from Microsoft.com for the cost of an Xbox One. No email warning/notification, nothing. So I chat with Xbox support for the umpteenth time again, have to re-explain everything. And this guy will not reverse the charge. He says he needs to open another escalation case with the "Advocacy" team. I asked him, is that the same as "Tier III" - he says yes, and I told him I already gave that group all the information to resolve the issue back in January. Doesn't matter, I now have to go through all this again while they've charged me for a Console that I shipped back. I don't know if it got lost in the mail, or lost at their warehouse, or if it is a clerical error on my account, but this whole experience has been ridiculous. He said the Advocacy team has access to the pre-paid shipping label, and thus a tracking number. I asked him why wouldn't they have looked this up when it was escalated back in January, and he said its because they didn't have all the info. I told him I gave them all the same info I just gave him today.
So that doesn't make any sense. If someone on their end could find the tracking number associated with the pre-paid label, this would probably be resolved. But apparently that simple bit of cross referencing is too difficult for Microsoft's Xbox support teams. I've been a Microsoft customer of various products for over a decade, but it doesn't matter since they incorrectly think I'm liable for a package that I sent off over three months ago. A strange thing is that on my Xbox support account, my Advanced Exchange order history is gone, but it shows two consoles under my account, my original one, and the one they sent out. Can't they just look up the console serial number to see if it has been online (if it was in fact stolen or whatever)? My MS Support account still has all the cases I've opened for this whole ordeal - so hopefully they can review that to see all the crap that has happened. And of course I can't contact this "Advocacy/Tier III" team directly. I feel I have no real recourse at this point. Maybe I should get an attorney involved?
Has anyone else had problems with the Advanced Exchange program, or packages getting lost and customers getting charged for them?